Analysis of Customer Experience Strategies: Hazev Restaurant Report

This report examines customer experience management at Hazev Restaurant, focusing on the use of digital technology and customer service strategies to enhance customer satisfaction. The report begins with an introduction to customer experience and the restaurant's background. It then explores the use of digital technologies such as customer relationship management (CRM), social media, and websites in managing customer interactions and gathering feedback. Furthermore, the report details various customer service strategies employed by the restaurant, including staff training, welcoming services, hospitality, and discount programs. The impact of these strategies on improving customer experience, fostering loyalty, and increasing customer retention is also analyzed. The report concludes that effective customer experience management involves continuous interaction with customers and utilizing digital tools and tailored service strategies to meet their expectations and needs, ultimately leading to enhanced customer satisfaction and positive brand perception. The analysis highlights the importance of understanding customer preferences and providing personalized services to build strong customer relationships.

MANAGING THE CUSTOMER
EXPERIENCEsansregular

Table of Contents
INTRODUCTION...........................................................................................................................3
LO3..................................................................................................................................................3
P5 Use of digital technology to manage customer experience:..................................................3
LO4..................................................................................................................................................4
P6 Customer service strategies used in a restaurant:..................................................................4
P7 Impact of customer service strategies on enhancement of customer experience:.................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer experience is defined as a result of interaction and building a relationship
between the consumers and the organisation. Hazev restaurant is a cooperation between the Tas
and Haz Restaurant Groups and is situated in the Clarendon Apartments, Docklands Canary
Wharf, London, UK in a year 1999 by Onder Sahan. This report will highlight customers
experience with the use of digital technology and different customer service strategies used along
with the impact of the strategies on fulfilling the demands of the customers and to enhance
customer experience.
LO3
P5 Use of digital technology to manage customer experience:
Customer relationship management:
Customer relationship management is a digital technology which is used to have effective
interaction with the customers and it involves collection of data about customer's needs, demands
or expectations along with maintaining a personalized reports of guests (Homburg, Jozić and
Kuehnl, 2017). Customer relationship management enhance consumers experience in the hotel
by giving them satisfaction which allow them to return back to the hotel, and also practices new
strategies to meet their needs and concerns. This technology is very helpful in targetting
consumers as it keeps guests updated regarding all the benefits they can avail including rewards,
discounts and current free offers available (Peppers and Rogers, 2016). This digital strategy also
maintains a relationship with customers by keeping in touch with them and in collecting
feedbacks to improve restaurant's quality. Hazev restaurant is using customer relationship
management to frame and maintain a effective relationship with its customers, so that they can
develop a positive customer experience which helps to target quantity of consumers towards
restaurant (McColl-Kennedy and et.al., 2015).
Social media:
Social media is a social networking site which is highly used in today's world helps to
attract large number of audience as it helps to promote and advertise. Such networking sites are
very helpful to develop, share pictures or informations with guests and also involve analysis of
data about targetted customers (Jain, Aagja and Bagdare, 2017). Social media boosts customer
experience in a way that they gain the power to speak, by sharing their views and by inquiring
their queries and also builds a relationship with the organisation. This sites allows organisation to

improve and promote their brands and it also influence large number of audience to increase
their interest towards hotel. This networking sites also helps to increase consumers loyalty and
satisfaction (Peppers and Rogers, 2016). Using social media, Hezev restaurant is influencing and
attracting large crowd, developing their interests towards it and also improving its quality and
services with collecting feedbacks from the guests to strengthen customer experience (Jain,
Aagja and Bagdare, 2017).
Websites:
Websites are very important source of digital technology and are designed in a
organisation to promote, advertise and to build an image for its brand as it helps to increase
brand value. Websites allows to make detailed information online for consumers to draws their
attention and also involve analysis and gathering reviews, rankings, and feedbacks from their
customers so that they can develop their services to fulfil demands and expectations of
consumers (Goodman, 2019). Websites upgrades customer experience by giving them directions
through navigations towards the door of the hotel and by connecting with them (Homburg, Jozić
and Kuehnl, 2017). This also includes giving online services to customers such as placing an
order online, or advance bookings along with answering their queries and to improve interaction
practices with the targetted crowd (McColl-Kennedy and et.al., 2015). Hazev restaurant has
designed its websites to reinforce customer experience, through which it is giving all the
information regarding address, services, stating its own story, facilitating online services and also
taking reviews and feedbacks from its consumers. Restaurant is taking all the advantages as it is
inviting large number of guests using websites (Peppers and Rogers, 2016).
LO4
P6 Customer service strategies used in a restaurant:
Training workers strategies:
Hazev restaurant is training its staff members to have pleasing and thankful behaviour
and making them practise different interaction techniques that is working on improving their
communication skills and languages. Hazev restaurant is developing a helping and welcoming
skills in its staff members. This strategy also trains about different ways of collecting feedbacks
or reviews from visitors (Homburg, Jozić and Kuehnl, 2017). All this strategies are practised to
engage and enhance customer experience.
Best Welcoming services:

Staff member of the Hazev restaurant are well trained and have very pleasing and helping
nature towards their guests. They greet their visitors and interact with them to understand their
needs and expectations. They serve welcoming drinks and offers help to their consumers from
handling their luggage to answering all their queries and describes them about all the services
given to them (Goodman, 2019). They involves giving attention to their guests by interacting
with them in a best and pleasing way which creates an image of the resort in the brains of the
visitors (Homburg, Jozić and Kuehnl, 2017).
Hospitality services:
Hazev restaurant is giving best hospitality services by providing complete attention to its
customers that is they interact, helps, greet and regards to their consumers. With this strategy,
consumers are guaranteed that they will serve best satisfaction and will enjoy the services offered
by the restaurant (Homburg, Jozić and Kuehnl, 2017). They use fresh and healthy materials for
preparation of food and serves the fresh prepared food to its consumers and also maintains a
healthy, safe, neat and clean environment of whole area in hotel by using cleaning strategy.
Discount or Complimentary facilities:
Hazev restaurant gives discount offers to its regular customers and also keep its
consumers updated about this discount offers by using digital technology. Hazev restaurant is
giving number of complimentary facilities to its customers such as it is giving a complimentary
breakfast to its customers and also providing them a free spa treatment services along with a free
gym facilities in the hotel and also arrange cultural programmes for the guests (Peppers and
Rogers, 2016).
P7 Impact of customer service strategies on enhancement of customer experience:
Hazev restaurant is using training strategies in which it trains its staff members about
interaction with the consumers which helps to develops a relationship between customers and
hotel. And also trains about the helping and pleasing behaviour towards guests which helps to
create an image in the heads of the customers. Workers are also trained about the different ways
of collecting reviews and feedbacks at the time of departure regarding the restaurant and
monitoring them to improve their strategies (Goodman, 2019). This improves customer
experience in the Hazev restaurant as it increases the loyalty and satisfaction of guests.
Welcoming strategy is the first and the most important strategy for enhancing customer
experience in the resort as it creates a positive image of the hotel in the brains of consumer

(Lemon and Verhoef, 2016). This strategy is used to understand the nature and behaviour along
with language of customers, so that they can develop communication with the guests and can
fulfil their needs and demands which helps to frame a connection between guests and Hazev
restaurant (De Keyser, 2015).
Hospitality services strategies are used for attracting and retaining quantity of guests in
the hotel as it gives them satisfaction and fulfil their needs and demands, because with serving
the best hospitality services, staff members gives attention and guaranteed their services to their
consumers which allow them to understand their choices, preferences, and expectations which
helps them to meet expectations of their guests which results into increasing customer loyalty
and satisfaction and also increase consumer retention (Lemon and Verhoef, 2016). Hospitality
service strategy also designs a positive bond between Hazev restaurant and consumers by
maintaining an understanding about the needs and preferences.
Hazev restaurant is availing numbers of discount and complimentary offers for the
visitors which endear them to resort and to brand. This strategy also helps to keep them updated
regarding different discount and complimentary offers available in the hotel which helps to
practise a regular interaction with them. This discount offers and the complimentary offers attract
number of consumers towards the resort and also helps to maintain a connection in between
visitors and resort which helps to enhance customer experience in the Hazev restaurant(De
Keyser, 2015).
CONCLUSION
From the above study it has been concluded that customer experience is the management
of relationship between guests and restaurant by keeping a regular interaction with the customers
and by keeping them updated regarding current programmes going in the hotel. In this report , it
has been highlighted that the use of digital technology can enhance the customer experience as it
helps to attract, inform and maintains a relationship with the customers. This report has also
focused on the customer service strategies used in restaurant along with their impact on the
customer experience which shows that the customers are well treated and involved in
communication practises ultimately which results into enhancement of the customer experience.

REFERENCES
Books and Journals
De Keyser, A., 2015. Understanding and managing the customer experience (Doctoral
dissertation, Ghent University).
Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase
positive word of mouth, build loyalty, and maximize profits. Amacom.
Homburg, C., Jozić, D. and Kuehnl, C., 2017. Customer experience management: toward
implementing an evolving marketing concept. Journal of the Academy of Marketing
Science. 45(3). pp.377-401.
Jain, R., Aagja, J. and Bagdare, S., 2017. Customer experience–a review and research
agenda. Journal of Service Theory and Practice. 27(3).pp.642-662.
Lemon, K.N. and Verhoef, P.C., 2016. Understanding customer experience throughout the
customer journey. Journal of marketing. 80(6). pp.69-96.
McColl-Kennedy, J.R. and et.al., 2015. Fresh perspectives on customer experience. Journal of
Services Marketing. 29(6/7). pp.430-435.
Peppers, D. and Rogers, M., 2016. Managing customer experience and relationships: A strategic
framework. John Wiley & Sons.